Hospitality Coordinator, Global Dining (West Coast)

The American Express Global Dining team sits within the USCS organization.  Our mission is to connect the world’s best restaurants with the world’s best customers through a trusted and innovative global Software as a Service (SaaS) platforms, built on the promise of access and unforgettable experiences.

Our SaaS platforms offer a wide range of features and functionality, managing reservations and tables, and tracking guest and restaurant data to help restaurants deliver the best hospitality to diners. Diners can discover the amazing world of restaurants thanks to our content-rich website and innovative mobile app. Our diners and Card Members are insiders, and we love having them at the table.

The Hospitality Coordinator is a member of the Hospitality Team and is responsible for managing the Tock customer experience. This role is responsible for providing best-in-class technical support through direct interaction with customers via emails, phone calls, chat messaging, and virtual training sessions. Please note that the schedule for this role will be Tuesday - Saturday, 2:30pm - 11pm CST.  

• Assist customers with technical questions in real time via email, phone calls, and chat messaging, as scheduled  
• Reproduce and troubleshoot software and data issues in test environments and by using all other available programs and resources  
• Manage the escalation of incidents in a timely and efficient manner, following established guidelines and protocols  
• Maintain knowledge of Tock application, supported devices, third party integrations, processes, and policies and effectively communicate these to the customer  
• Serve as Tock’s customer-facing point of contact, representing Tock’s brand and setting proper customer expectations  
• Facilitate customized virtual training sessions for customers based on individual needs  
• Ensure incidents are accurately reported to management, and documented for customers  
• Collect and share customer feedback with internal teams and identify opportunities for product and process improvements
• Provide regular two-way communication between the customer and Tock leaders, to provide strong team representation and set proper customer expectations
• Collaborate with internal teams such as Executive Support, Fraud Prevention, Account Management, Implementation Management, Engineering, Product, Marketing, and Sales to ensure customer satisfaction  
• Ensure each week’s recorded working hours are complete and accurate and that timecards are submitted on time  
• Acknowledge important communications from managers within 24 hours, or your next working day 

• At least 1 year of working in an office environment
• Strong communication skills
• 1-2 years of Hospitality or Restaurant experience
• Highly organized and able to manage project timelines
• Ability to be a team player
• Be comfortable working on cases independently, while having the ability to escalate when necessary

Preferred Qualifications

• Bachelor's Degree
• Experience working in a remote setting
• Hospitality leadership experience